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These Terms & Conditions govern all services, treatments, products, consultations, courses, instalment plans and related activities provided by Continental Skin Clinic (“the Clinic”). By booking, paying for or receiving any treatment or service, you (“the Client” / “the Customer”) agree to be bound by these Terms & Conditions.
1. General Policies
1.1 Continental Skin Clinic provides advanced non-surgical aesthetic treatments. Treatments are cosmetic in nature and are not a substitute for medical diagnosis or care. We do not diagnose medical conditions or provide primary medical care.
1.2 The Clinic reserves the right to refuse service or treatment to any person at any time, with or without reason, in order to maintain safety, clinical standards, and professional boundaries.
1.3 By proceeding with any treatment, you confirm that you are over 18 years of age, or have provided necessary consent and chaperone arrangements where applicable, and that the information you provide is accurate and complete.
2. Practitioner Allocation & Scope of Treatment
2.1 A change of practitioner does not entitle you to a cancellation, refund or complaint, provided the practitioner is qualified to carry out your treatment.
2.2 Whilst we aim to accommodate practitioner preferences where possible, we do not guarantee treatment with any specific practitioner. Practitioner allocation may change for reasons including but not limited to staff rotas, sickness, emergencies, or clinical judgement.
2.3 The Clinic is not obliged to notify you if your appointment is moved to a different qualified practitioner. A change of practitioner is not grounds for cancellation, refund, complaint or avoidance of our cancellation or lateness policy, provided the practitioner is suitably qualified to perform the treatment.
2.4 Our services are aesthetic and cosmetic. We do not diagnose underlying medical conditions and we do not replace medical advice or treatment from a GP, consultant or other medical professional. If a medical concern is suspected, we may advise you to consult your GP or a specialist.
3. Children, Pets & Client Conduct
3.1 For health, safety, licensing and insurance reasons, pets are not permitted anywhere on the Clinic premises, including treatment rooms, corridors and reception.
3.2 For health, safety, licensing and insurance reasons, children are not permitted on the premises except where attending as a registered patient with a parent / legal guardian as required by our child treatment policy.
3.3 Clients must not bring children or pets to appointments other than a child who is attending as a registered patient in accordance with our child treatment policy. If you arrive with a child or pet and cannot proceed under this policy, your appointment will be cancelled and our usual fees will apply.
3.4 Registered assistance dogs may be permitted in designated areas but may be restricted from certain clinical zones for safety and hygiene reasons.
3.5 The Clinic operates a zero-tolerance policy for abuse, aggression, harassment, intimidation, discrimination or threats (including threats to post negative reviews as coercion). The Clinic may refuse treatment, terminate the relationship and, where necessary, involve authorities.
4. Appointments, Attendance & Reminders
4.1 Appointments are only confirmed once the required payment has been made (this may be a deposit, consultation fee, full prepayment, or redemption from a prepaid course / voucher, as applicable). A written confirmation by email, Whatsapp, SMS or the booking system does not guarantee an appointment unless the required payment has been received. Without the required payment, the appointment is not secured and may be cancelled without notice or offered to another client.
4.2 Prior to your treatment, you may be given pre-treatment instructions (e.g. removing make-up, shaving the area, avoiding sun exposure, stopping certain products). Failure to follow preparation instructions may result in reduced treatment time, treatment being refused or additional fees.
4.3 Appointment reminders may be sent as a courtesy by text, email or phone but these are not guaranteed. It is the Client’s sole responsibility to keep track of appointment dates and times. Failure to receive a reminder does not exempt you from cancellation, lateness, or no-show fees.
4.4 If you arrive late for your appointment, we may need to reduce your treatment time or, if there is insufficient time, cancel the appointment. In such cases, our usual cancellation or late fees will apply.
5. Consultations
5.1 For first-time clients, an initial consultation is mandatory to assess suitability, discuss expectations, and recommend appropriate treatment plans.
5.2 Standard consultations are chargeable £30 and are redeemable against treatment when taken on the same day or within 4 weeks from the initial consultation.
5.3 Consultations for certain services, such as medical weight-loss programmes, have separate fees (£85 for a standard consultation and £385 for a comprehensive consultation). These fees are non-redeemable and are payable in full at the time of booking. A minimum of 48 hours’ notice is required to cancel or reschedule; otherwise, the full consultation fee is forfeited.
5.4 Attending a consultation does not oblige the Clinic to provide treatment, nor does it oblige the Client to proceed. If you are found unsuitable or decide not to proceed, consultation fees remain payable.
6. Deposits, Cancellation & No-Shows
6.1 A mandatory deposit is required to secure an appointment, unless you are booking from a prepaid course.
6.1.1 £30 deposit to secure any pay as you go treatment
6.1.2 £85 deposit to secure Standard Weight loss Consultation
6.1.3. £385 deposit to secure Comprehensive Weight loss Consultation
6.1.4. £30 deposit to secure any other consultation
6.2 Deposits are redeemable towards treatment and consultation fees only and cannot be redeemed against products. Weight-loss consultation deposits are redeemable against the consultation fee only and are not redeemable against treatment or medication fees.
6.3 Deposits are refundable only if the appointment is cancelled or rescheduled with:
• at least 24 hours’ written notice (email, text or WhatsApp) for standard appointments;
• 48 hours’ notice for weight-loss consultations;
• 48 hours’ notice for any appointment scheduled on a Monday.
6.4 Cancellations made within 24 hours of the appointment time (or 48 hours for Monday appointments or weight-loss consultations), or failure to attend (no-show), will result in the deposit being forfeited.
6.5 For prepaid courses, cancellations or no-shows without the required notice period See clause 7.3.
6.6 For gift card vouchers, cancellations or no-shows without the required period will result in the value of £30 from the gift card being forfeited.
6.7 For free follow ups, cancellations or no-shows without the required notice period will result in the loss of entitlement for the complimentary follow up.
6.8 For Treat card bookings, cancellations or no-shows without the required notice period will result in the forfeiture of all Treat points for that particular appointment.
7. Prepaid Courses, Packages & Transferability
7.1 Courses of treatment, packages and prepaid sessions are valid for 12 months from the date of purchase, or 12 months from the date of the first instalment where an instalment plan is used.
7.2 All courses, packages and prepaid treatments are non-refundable and non-transferable in cases of change of mind or personal circumstances. They cannot be exchanged for other services or products, and they cannot be transferred to another individual. This does not affect your statutory rights, including your rights where services are not provided with reasonable care and skill or in accordance with the contract.
7.3 If you fail to attend or cancel an appointment outside of the required notice period, the relevant prepaid session will be forfeited, unless a £30 cancellation fee is paid to restore the session and any applicable consumable costs (for treatments requiring product preparation, including but not limited to Sculptra, Juvelook, Lenisna, UltraCol, Glutathione IV/IM, or any treatment requiring bespoke preparation).
7.4 Expiry dates are fixed and will not be extended for any reason, including change of mind, personal circumstances, relocation, pregnancy, travel, illness, or failure to schedule appointments. Any unused sessions after the expiry date are forfeited.
7.5 The purchase of a course or package does not guarantee a particular outcome or number of sessions required to achieve a specific result.
8. Pricing, Quotations & Promotions
8.1 Treatment and product prices may change at any time without prior notice. Unless otherwise agreed in writing, the price applicable is the price in force on the day of treatment or purchase.
8.2 Clients must confirm current prices at the time of booking or treatment. even if they have attended previously, seen older price lists or received verbal indications. Prices seen or quoted previously may no longer be valid.
8.3 Written bespoke quotations issued by the Clinic (by written consultation notes or email) are valid for 14 days from the date of issue. After this period, the current pricing applies.
8.4 Promotional offers and time-limited discounts are valid only for the specified period and are subject to availability. They must be purchased and used within the promotional window and cannot be applied retrospectively or after expiry.
8.5 Loyalty discounts, bundle prices or bespoke offers cannot be combined with other promotions unless expressly stated.
9. Instalment Plans
9.1 Where the Clinic agrees, at its discretion, to allow a treatment course or package to be paid by instalments, this is a payment method only. It does not change the nature of the course purchased, the total package price, the non-refundable and non-transferable nature of the package, or the fixed 12-month expiry period.
9.2 By entering into an instalment plan, you agree to the separate Instalment Payment Agreement, which forms part of these Terms & Conditions. The Instalment Payment Agreement sets out your full obligations and the consequences of missed or late payments.
9.3 In summary, under the Instalment Payment Agreement:
• the course is considered purchased in full from the date of the first instalment;
• you must pay each instalment on the agreed due dates;
• a missed or late instalment constitutes an immediate breach of the plan;
• a £30 late fee applies to any missed instalment;
• a £7.50 weekly overdue charge will accrue for every week a payment remains outstanding;
• following breach, the entire remaining balance of the package becomes due in full within 7 days;
• no further treatments may be booked or attended while any balance, fee or overdue charge remains unpaid;
• unpaid accounts will be referred to debt recovery services, with all associated recovery fees payable by the client.
9.4 Instalment plans do not extend the expiry date of courses or packages. The 12-month validity runs strictly from the date of the first instalment, regardless of payment delays, breaches or reinstatements.
10. Identity & Payment Verification
10.1 For certain services, including but not limited to high-value treatment packages, instalment payment plans, prescription-only treatments, weight-loss programmes and treatments involving injectable medications, the Clinic may require identity verification and payment verification.
10.2 This will include requesting photographic identification (such as passport, driving licence or government-issued ID) and recent proof of address (a bank statement or utility bill dated within the last three months).
10.3 The Clinic will securely retain masked copies of such documentation where required for clinical safety, fraud prevention, financial recovery and insurance or medico-legal requirements, in line with data protection law.
10.4 For some services and instalment plans, the Clinic may require a valid debit or credit card to be held securely on file via a PCI-compliant payment processor and/or a recurring payment mandate. Failure to provide or maintain a valid payment method may result in refusal of service or termination of any instalment plan.
11. Patch Tests
11.1 Certain treatments, such as cryotherapy, cautery, laser and IPL, may require one or more patch tests before the full procedure can be safely carried out.
11.2 Patch tests are chargeable £100. Where stated, patch test fees are redeemable against the full treatment if the treatment is undertaken within 4 weeks.
11.3 If you do not proceed with treatment within the stated period, or are unsuitable for treatment, the patch test fee remains payable and is non-refundable. Patch test appointments remain subject to the usual cancellation and no-show policies.
12. Phlebotomy, PRP & Intravenous Treatments
12.1 Some treatments (such as PRP, IV infusions or other procedures requiring venous access) involve phlebotomy or cannulation. The practitioner will make two attempts to obtain venous access.
12.2 If, despite reasonable attempts, suitable venous access cannot be obtained due to client anatomy, anxiety, dehydration or other factors beyond the practitioner’s control, the treatment may need to be abandoned or rescheduled.
12.3 In such circumstances, an appointment fee will still apply i.e. £30 plus the cost of consumables used (e.g. needles, cannulas, tubes).
12.4 Your cooperation with hydration advice, warming and positioning is important to help facilitate venous access and reduce the risk of a failed attempt.
13. Prep Kits & Staged Treatments
13.1 Some treatments, such as Cosmelan or Dermamelan, require the use of preparatory home-care kits for a specified period before the in-clinic procedure.
13.2 Where a treatment requires a prep kit, the treatment course is deemed to commence when the prep kit is issued. Full payment for the course is usually required on the day the kit is dispensed.
13.3 You must use the prep products as directed for the recommended duration before attending your in-clinic procedure. Failure to follow this protocol may compromise your results or safety.
13.4 If you delay your in-clinic appointment beyond the recommended timeframe, you may be required to purchase and use a new prep kit and complete the prep phase again prior to treatment. Standard cancellation and expiry rules still apply.
14. Touch-Ups & Follow-Up Appointments
14.1 Some treatments include a limited follow-up window or review period as part of the fee. This is designed to review your response and, where appropriate, make minor adjustments within a defined timeframe.
14.2 Hair bleaching: free touch-ups or corrections are only considered if you contact the Clinic either on the same day or by the following morning after treatment, provide photographs as requested, and attend for review within 5 days of the original appointment. After this time, regrowth or fading is considered new treatment and is fully chargeable.
14.3 Anti-wrinkle injections: one complimentary review/adjustment (if clinically appropriate) is typically available between 2–3 weeks after treatment. No free top-ups are provided after 3 weeks, and additional doses are chargeable.
14.4 Dermal fillers: where a small volume of product remains in an opened syringe and the practitioner elects to retain it for a short follow-up after 2 weeks, it will be stored in accordance with safety guidance. After this period the remaining product will be discarded and any further adjustments will be fully chargeable.
14.5 Touch-ups are not guaranteed and are always at the practitioner’s clinical discretion. Cosmetic dissatisfaction alone is not grounds for free repeat treatments.
15. Area-Based & Consumable-Dependent Treatments
15.1 Some treatments are priced based on typical use of a certain number of units, vials, cartridges or lines (for example Aqualyx vials, anti-wrinkle toxin units, or HIFU lines).
15.2 In some cases, your anatomy, muscle strength or fat volume may require additional consumables beyond what is included in the base price. Any additional vials, units or lines required will be discussed with you and priced in advance. These are chargeable.
15.3 Choosing to proceed with fewer units or a smaller amount of product than recommended may reduce the effectiveness of the treatment and does not constitute grounds for refunds, complaints or free top-ups.
15.4 Once consumables have been used or opened specifically for your treatment, they are non-refundable.
16. Photography, Records & Data Retention
16.1 Clinical photography (before and after images) is a standard part of our treatments. By undergoing treatment, you agree to confidential clinical photography for record-keeping, monitoring of results, and medico-legal documentation.
16.2 Photographs taken for clinical records are stored securely along with your notes. These may be used internally for training, auditing, supervision and insurance compliance.
16.3 Images used for marketing or educational purposes (website, social media, presentations) will have your identifiable features obscured.
16.4 Clinical records, including images, are retained for the period of 10 years as required by our company policy, insurers and professional standards and cannot be erased on request during the retention period, due to our legal and clinical obligations.
17. Refunds
17.1 Products purchased in clinic are non-refundable once sold. This is due to hygiene, storage and product-integrity requirements. This does not affect your statutory rights, including your right to a refund or replacement where a product is faulty, unsafe, or misdescribed.
17.2 Services, packages, courses and gift cards are non-refundable. You remain entitled to raise concerns through our complaints procedure if you believe a service has not been provided with reasonable care and skill, in line with the Consumer Rights Act 2015.
18. Results, Risks & Expectations
18.1 The Clinic aims to deliver all treatments with reasonable care, skill and professional judgement. However, results cannot be guaranteed. Outcomes vary significantly between individuals due to factors such as skin type, age, genetics, lifestyle, medical conditions, compliance with aftercare, environmental exposure and other variables beyond our control.
18.2 By proceeding with treatment, you acknowledge that you are paying for the practitioner’s time, expertise, clinical judgement, and use of products and equipment — not for a guaranteed result. Dissatisfaction with aesthetic outcomes, in the absence of negligence, does not entitle you to a refund, free treatment, or an extension of any course or package.
18.3 Some treatments may cause temporary side effects, including redness, swelling, bruising, sensitivity, dryness, flaking or tightness. Certain treatments may also trigger or worsen underlying conditions such as acne, eczema, psoriasis, pigmentation changes, or viral outbreaks (e.g. cold sores). These risks will be discussed during consultation and outlined in your consent forms.
18.4 If you experience any unexpected, severe or concerning reaction after treatment, you must contact the Clinic promptly and attend a review. Any additional corrective, supportive or follow-up treatments (where clinically appropriate) may incur further charges.
19. Pregnancy and New Medical Contraindications
19.1 If, after purchasing a course, package or prepaid treatment, you become pregnant or develop a medical condition (or start a medication) that makes the treatment unsuitable or unsafe in the practitioner’s clinical judgement, you must inform the Clinic as soon as possible.
19.2 If you wish to stop or pause a course for this reason, the Clinic may request written confirmation from your GP or treating clinician confirming that the treatment is contraindicated (for example, due to pregnancy or a new medical condition/medication). The Clinic is not obliged to make any adjustments to your course or package until such confirmation is received.
19.3 Where the Clinic accepts that your course or package has become unsuitable due to pregnancy or a new medical contraindication, no refunds will be given. Instead, the remaining value of your course will be converted into in-clinic credit calculated as follows:
· the full current list price of each session already taken, together with any applicable consultation, late cancellation or no-show fees, will be deducted from the total amount you have paid for the course; and
· the balance (if any) will be held as credit on your account.
19.4 This credit may only be redeemed within the original 12-month validity period of the course or package and cannot be extended. It may be used only against pregnancy-safe or medically suitable treatments (such as appropriate facials) and/or skincare products, as advised by the Clinic. It cannot be refunded in cash, exchanged for non-suitable treatments, or transferred to another person.
19.5 This clause X is a specific concession for pregnancy and new medical contraindications. It does not affect our general policy that services, courses and packages are non-refundable and subject to fixed 12-month expiry (see clauses 7.1, 7.2 and 7.4), nor does it affect your statutory rights.
20. Verbal Information & Written Precedence
20.1 While practitioners may provide guidance, discuss expected outcomes and share professional opinions, no team member is authorised to guarantee specific results or promise outcomes that are not documented in writing.
20.2 If there is any inconsistency between verbal information and written information (including these Terms & Conditions, treatment consent forms, written quotations, price lists, and pre- and post-care instructions), the written information takes precedence.
20.3 By proceeding with treatment, you confirm that you do not rely on any verbal assurances, guarantees or promises — including those relating to expected results, duration of results, number of sessions required, or likelihood of success — other than those expressly stated in writing by the Clinic.
21. Loyalty Points (Treat Points)
21.1 The Clinic operates a loyalty points system. Points have no cash value, cannot be exchanged for money, and are strictly non-transferable.
21.2 Loyalty points are valid for 12 months from the date of issue. Any points not redeemed within this period will expire automatically and cannot be reinstated.
21.3 Points may be redeemed against a select list of services or used as a percentage discount.
The discount cannot be applied to:
• courses or packages,
• medical weight-loss treatments,
• bespoke quotations,
• already discounted items, or
• instalment plans.
21.4 Cancellations or no-shows without the required notice period will result in the forfeiture of all Treat points for that particular appointment.
21.5 The Clinic reserves the right to amend, suspend or withdraw the loyalty points scheme at any time. If the scheme is withdrawn, any existing points may be used during a reasonable redemption period, after which all remaining points will expire automatically. The Clinic is not obliged to offer cash equivalents, exchanges, or replacements for expired or unused points.
22. Complaints Procedure
22.1 The Clinic aims to treat all clients fairly, professionally and with respect. If you are unhappy with any aspect of your experience, we encourage you to raise this so that we can address it.
22.2 In the first instance, please discuss any concerns with your treating practitioner so they can assess the area and explain possible options.
22.3 If you remain dissatisfied, you may speak with the front-of-house team or request to speak with a manager on duty.
22.4 If the matter is still not resolved, you may submit a formal complaint in writing by emailing info@continentalskinclinic.co.uk. Please include your full name, contact details, treatment details, and a clear description of your concerns. Photographs may be helpful.
22.5 We will acknowledge your written complaint within 5 working days and may request further information to fully investigate.
22.6 Once all relevant information is received, we aim to provide a full written response and proposed resolution within 20 working days. If more time is required (for example due to practitioner availability or case complexity), we will inform you.
22.7 After we provide a final written response, the Clinic is not obliged to reopen the complaint unless new and material information becomes available.
22.8 If you remain dissatisfied after our final response, you may seek independent advice. As a private aesthetic clinic, we are not required to offer external dispute resolution or ombudsman schemes, but we will always endeavour to handle complaints fairly and transparently.
23. Legal & Business Information
23.1 Continental Skin Clinic is a trading name of Rosemayne Limited, a company registered in England and Wales.
23.2 Company number: 14341422.
23.3 VAT number: 430374227
23.4 Registered office address: Suite 1, Cochrane House, Admirals Way, London, E14 9UD, United Kingdom.
23.5 These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising in connection with them shall be subject to the exclusive jurisdiction of the English courts.